Reservation Manager

Job Description

Key Responsibilities:

1. Reservations Management

Supervise the daily operations of the reservations team.

Ensure all reservations (online, phone, email, direct, and third-party) are accurately entered, confirmed, and updated in the System .

Monitor availability and manage room inventory to maximize occupancy and revenue.

2. Revenue Optimization

Coordinate with the Revenue Manager or General Manager on pricing strategies, promotions, and availability control. 

Monitor booking trends, lead times, cancellations, and no-shows to adjust allocations accordingly.

Review daily, weekly, and monthly reports to track performance and identify opportunities for improvement.

3. Customer Service

Ensure prompt, courteous, and professional responses to all guest inquiries and booking requests.

Resolve reservation-related issues or complaints efficiently and diplomatically.

Build strong relationships with guests, travel agents, tour operators, and corporate clients.

4. Team Leadership & Training

Encourage teamwork, accountability, and continuous improvement.

Schedule team members to ensure adequate coverage and productivity.

Train, mentor, and evaluate reservations staff to uphold high service standards.

5. System & Process Management

Maintain and update room rates, packages, and promotions in the PMS and booking channels.

Liaise with the IT department and system vendors for any technical issues related to reservation systems.

Ensure data accuracy and adherence to resort policies and procedures.

6. Collaboration

Work closely with the Front Office, Sales & Marketing, Finance, and Housekeeping teams to align on forecasts, group bookings, special requests, and VIP arrivals.

Attend management meetings and contribute to operational planning and guest satisfaction strategies.

Skills/Qualifications Required

Minimum 3–5 years of experience in hotel reservations or front office operations.

Previous experience in a resort or luxury hospitality environment preferred.

Strong working knowledge of reservation systems (e.g., SF - Scale Fast) and channel managers

Excellent communication, interpersonal, and organizational skills.

Analytical mindset with attention to detail and accuracy.

Ability to manage pressure, multitask, and lead a team effectively.

Proficiency in Microsoft Office (Excel, Word, Outlook).

Diploma or degree in Hospitality Management or related field preferred.

Desirable Attributes:

Guest-focused mindset with a commitment to delivering outstanding service.

Flexible and adaptable, with availability to work weekends and holidays as needed.

Energetic, positive, and proactive approach to leadership and problem-solving.

Salary

Not Stated

Full-Time / Part-Time?